Refund policy
Return and refund policy
Last updated: June 2026
This Return and Refund Policy applies to orders placed on www.mygellies.com, operated by:
Gellies SRL
Chaussée de Neufchâteau 35
6640 Vaux-sur-Sûre
Belgium
Company number / CBE: 1025.992.853
VAT number: BE1025.992.853
Email: contact@mygellies.com
1. General principle
At Gellies, we make every effort to offer quality products that are practical and suited to their intended use.
However, as our products are intended for pets and fall within the food sector, returns and refunds are strictly regulated for reasons of hygiene, food safety and animal health protection.
2. Right of withdrawal
In accordance with the rules applicable to distance selling, the consumer customer generally has 14 calendar days from receipt of the order to exercise the right of withdrawal without having to justify the decision.
To exercise this right, the customer must notify us in writing at:
The customer must indicate their name, order number, the email address used for the order and the product(s) concerned.
3. Return conditions
To be accepted, the returned product must be:
- unopened;
- unsealed;
- unused;
- not started;
- undamaged;
- clean;
- complete;
- returned in its original packaging;
- in a condition allowing resale.
For reasons of hygiene, food safety and animal health protection, no return will be accepted for any product that has been opened, unsealed, used, started, soiled, altered, damaged or whose protective packaging has been removed.
Any returned product that does not meet these conditions cannot be refunded.
4. Non-refundable products
No refund will be granted in the following cases:
- opened product;
- unsealed product;
- product used, even partially;
- product that has been started;
- product damaged, soiled or altered after receipt;
- product whose protective packaging has been removed;
- product stored in unsuitable conditions;
- product returned without prior request;
- product returned in a condition that does not allow resale;
- refusal of the product by the animal;
- animal spitting out the medicine;
- animal sorting the medicine;
- animal eating only part of the product;
- animal avoiding the product;
- product considered ineffective for a specific animal while the product is compliant, not defective and properly stored.
5. No guarantee of effectiveness for all animals
Gellies products are designed to help administer medication to pets.
However, each animal is different. Acceptance may vary depending on the animal, its behaviour, appetite, eating habits, health, stress level, preferences and the type, smell, taste, size or texture of the medication used.
Gellies SRL therefore does not guarantee that the product will be accepted by all animals or that it will systematically enable a medicine to be administered.
Refusal of the product by the animal, spitting out the medicine, avoiding the product, sorting the medicine, refusing to eat the product or not reacting as expected does not in itself constitute a defect, non-conformity or reason for refund.
No refund will be granted solely because the product does not work for a specific animal if the delivered product conforms to the order, is not defective, has not expired and has been properly stored.
6. Return costs
Return costs are borne by the customer, except in the event of an error attributable to Gellies SRL or a proven product defect.
The customer is responsible for packaging the returned product and choosing the shipping method.
Gellies SRL recommends using a tracked return method. In the event of loss or damage to the return parcel during transport, Gellies SRL will not be able to issue a refund if the returned product is not received or arrives damaged.
7. Refund terms
When the right of withdrawal is validly exercised and the returned product meets all return conditions, the refund will be made within 14 days from receipt of the returned product or proof of shipment provided by the customer.
The refund will be made using the same payment method as the one used for the order, unless otherwise agreed.
Gellies SRL reserves the right to refuse a refund if the returned product does not comply with this policy.
No refund will be made for any product that has been opened, unsealed, used, started, damaged or does not meet the return conditions.
8. Defective product or order error
If the customer receives a product that is clearly defective, does not conform to the order or was damaged during delivery, they must contact Gellies SRL as soon as possible at:
The customer is invited to attach:
- the order number;
- a description of the issue;
- photos of the product;
- photos of the packaging;
- photos of the parcel received;
- the batch number if available.
After reviewing the request, Gellies SRL may offer, as appropriate and in accordance with applicable law, a replacement, refund or any other suitable solution.
9. Delivery, loss or damage during transport
Deliveries are handled by third-party carriers.
Gellies SRL does not directly control delays, incidents, strikes, distribution errors, losses, damage or difficulties attributable to the carrier.
For consumer customers, transport risks remain borne by Gellies SRL until the customer, or a third party designated by the customer other than the carrier, physically takes possession of the parcel, in accordance with applicable law.
If the customer chooses a carrier not offered by Gellies SRL, the risks are transferred to the customer as soon as the parcel is handed over to that carrier.
For professional customers, unless mandatory law or a specific written agreement provides otherwise, transport risks are transferred to the customer when the parcel is handed over to the carrier.
In the event of a lost, damaged or abnormally delayed parcel, the customer is invited to contact Gellies SRL at contact@mygellies.com, attaching any useful evidence.
10. Return address
Returns must not be sent without prior request.
After validation of the return request, Gellies SRL will provide the customer with the applicable return instructions.
Any return sent without prior agreement may be refused.
11. Contact
For any question relating to a return, refund, delivery or complaint, the customer can contact Gellies SRL at: